3 Year long contract
Location: Richardson, Tx 75082
Schedule: 40 hours per week - 3 days remote/2 days onsite (Monday & Tuesday 7-4 onsite)
LOOKING FOR A TEAM LEAD
* 2--4-year technical degree OR equivalent in work experience as a Service Desk Analyst (1-2 years)
* Proven expertise with positive customer service skills and communication skills
* Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
* Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
* Demonstrated support of enterprise environments, including:
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Hands-on and/or remote Break / Fix support of POS Systems (retail environment), Ticket printers, Zebra Printers, and local network printers.
o Support of Microsoft Windows 10 Operating System
o Knowledge of basic networking connectivity -- DHCP, DNS, Cabling, etc.
o Support of MS O365 provisioned accounts
o Support of mobile devices such as iPads, iPhones, Surface Devices, etc.
o Password Reset, Account Unlock, etc.
o Support of MacBook devices and MacOS
o Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
o Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
o Outstanding customer service and time management skills to deliver rapid problem-solving.
o Audio / Visual experience a plus.
Job Description
The Tier 1 Service Desk Analyst will play a crucial role within our support team. As first point of contact for incoming support activities, the tier 1 analyst will provide and exceptional customer service experience and technical assistance to both boutiques and store owners and corporate end users. They will create and manage incidents within our ITSM (ServiceNow) to ensure timely resolution on each contact . They will interact with various stakeholders, including team members, vendors, third level support and partners, to coordinate resources, provide solutions to bring incidents or requests to resolution.